Sentiment Analysis in Tickets for IT Support

  title={Sentiment Analysis in Tickets for IT Support},
  author={C{\'a}ssio Castaldi Araujo Blaz and Karin Becker},
  journal={2016 IEEE/ACM 13th Working Conference on Mining Software Repositories (MSR)},
Sentiment analysis has been adopted in software engineering for problems such as software usability and sentiment of developers in open-source projects. This paper proposes a method to evaluate the sentiment contained in tickets for IT (Information Technology) support.IT tickets are broad in coverage (e.g. infrastructure, software), and involve errors, incidents, requests, etc. The main challenge is to automatically distinguish between factual information, which is intrinsically negative (e.g… CONTINUE READING
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  • Our best results display an average precision and recall of 82.83% and 88.42%, which outperforms the compared sentiment analysis solutions.


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